Job Description & Person Specification

Title: Care Quality Coordinator
Reports to: Head of Care Quality and Customer Experience
Accountable to: Head of Care Quality and Customer Experience
Location: Based in Guildford with an expectation to travel across Surrey
Hours: Full Time 37.5 hours per week

Job Purpose

To support the Head of Care Quality and Customer Experience to develop and deliver the
organisation’s Strategic Aims and Business Objectives and fulfil the company’s corporate
governance responsibilities.
To contribute to the development, implementation and delivery of a Quality Framework for all
aspects of operational delivery.
To work in partnership with individual services to ensure they understand and implement the
Quality Framework and provide tailored, bespoke support and guidance to services. The
result being continual service improvement, satisfaction from the people we support,
business development and growth.
To support and contribute to the evaluation of the performance of the organisation and
individual services to ensure there are measurable outcomes that improve and add quality to
the lives of the people we support and benefit the business as a whole.
To ensure a high quality experience for the people we support across the organisation,
resulting in services that people want and need.

Key Responsibilities

Care Quality

To use the Quality Framework to inform and monitor the effectiveness and compliance of
individual services across the organisation.
To deliver quality assurance ‘health checks’ across the breadth of services throughout the
year and in line with the Care Quality Commissions Key Lines of Enquiry.
To provide written reports and Service Action Plans as a result of service ‘health checks’.
To work in partnership with Managers and colleagues to raise the standards and quality of
the care and support provided to people who use our services.
To collect and collate quantitive and qualitative information to contribute to the organisational
governance arrangements and support our external obligations to Shareholders and

To analyse qualitative and quantitive information to identify trends, headlines and variations
and be able to proactively report key findings and act upon them.
To contribute to the development of policies and procedures to reflect best practice.
To contribute to the development of organisational standards, systems and information to
ensure continuity and consistency across the business to the highest standard.
To contribute to the development of toolkits, resources and information to support colleagues
to deliver the highest quality services to the people we support.
To be a proactive catalyst of change and practice development across the organisation,
resulting in positive outcomes for the people we support and services that are of the highest

Customer Experience

To support the development of easy read resources and accessible information so the
people we support have information in the way they want and need.
To gather, present and respond to feedback from people who use our services, their families
and carers to ensure we are providing a high-quality provision that people want and need.
To develop and facilitate forums and opportunities for the people we support, their families
and carers to ensure their voice is heard and listened to.

Duties and Responsibilities – General

● Proactively support and promote Surrey Choices Visions and Values.
● To comply with relevant health and safety legislation, policies and procedures in the
performance of the duties of the post.
● Take all reasonable precautions to maintain the health and safety of self and others.
● To carry out the duties and responsibilities of the post in compliance with Surrey Choices
policies and procedures.
● Take responsibility for personal professional development and undertake relevant
training and development activities.
● Maintain an adequate level of skill and knowledge pertaining to the role.
● Work with information technology and associated systems in accordance with Surrey
Choices requirements.
● To be competent in the handling of and interpretation of data and figures
● To be competent in the use of written and spoken English.
● To carry out any other reasonable duties and responsibilities within the overall function,
commensurate with the grading and level of responsibilities of the post.

Other Objectives

● Maintain professional and personal boundaries with all customers, parents & carers,
colleagues and other professionals.
● Comply, observe and promote the company’s Code of Conduct.
● Comply with the company’s policies and procedures at all times.
● Take all reasonable precautions to maintain the health and safety of self and others,
ensuring that any risks in relation to this are reported and remedial action taken in a
timely manner.
● Take responsibility for own continuous professional development and maintaining an
adequate level of knowledge and skills pertaining to the role.
● Undertake any other duties that may reasonably be required of this role and as
requested by a manager (s).
● Actively support and promote Surrey Choices business objectives, operating model and
core values.

Person Specifications, Qualification, Experience, Skills, Knowledge

Qualification and Training


NVQ 2 in Health and Social Care


Professional Qualification in
health and / or social care

Skills, Knowledge and Experience


Experience in operational practice and
the delivery of services in a care setting

Experience in a position with line
management / team leader

Good understanding of the CQC KLOE’s
and regulations.

The ability to challenge poor practice

Good literacy and numeracy skills

Comprehensive report writing skills

IT competent, including information
management systems

Good planning and organisational skills


Sound understanding of good
care and support principles.

Ability to understand,
manipulate and present data

Experience in working with
families, carers, and external

Ability to work with and
motivate teams.

Ability to effectively support
teams and services through

Personal Qualities


Effective communication and
interpersonal skills

Ability to work independently and to use
own initiative.

Ability to work to deadlines and prioritise
workload effectively to meet those

Able to manage and organise own


Ability to work under pressure

Ability to be flexible and

Ability to multi task.

Good attention to detail

A team worker with a positive

Self-motivated and proactive.



Dedication and commitment to quality
care and support that add value to the
lives of our customers.


A desire for constant
improvement in service

This Job Description is neither exhaustive or exclusive and may be subject to change in light of company requirements and the development of services.